Remote Tech Support & Customer Care Pro

ADT; Atlanta (GA); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Paid on-the-job training

Healthcare benefits

401(k) with company match

Paid time off

Tuition reimbursement

Adoption assistance

Volunteer opportunities

Childcare and eldercare resources

Job summary

ADT is seeking a Customer Technical Support professional to assist residential and small business customers via inbound calls. You will guide customers through troubleshooting steps, explain solutions, and educate on best practices for alarm systems and home automation.

Working from a home office, you will handle a variety of issues, maintain a patient approach, and leverage guided workflows to resolve problems quickly, while scheduling onsite visits when necessary.

Qualifications

• Proven ability to troubleshoot technical issues and explain steps clearly.
• Excellent verbal and written communication with customers.
• Strong organizational and time-management skills.
• Able to empathize with customers and de-escalate tense situations.

Responsibilities

• Handle inbound customer calls for alarm and home automation issues, providing technical assistance and education.
• Follow guided troubleshooting workflows to resolve customer issues over the phone.
• Schedule onsite technician visits when needed and promote virtual/self-serve options.
• Maintain consistent attendance and adapt to a fast-paced environment.
• Deliver exceptional customer experiences with empathy and clear communication.
• Support customers in navigating multiple systems and applications.

Skills

Troubleshooting

Customer service

Communication

multitasking

Empathy

De-escalation

Reliability

Education

High school diploma

Job description

ADT is seeking a Customer Technical Support professional to assist residential and small business customers via inbound calls. You will guide customers through troubleshooting steps, explain solutions, and educate on best practices for alarm systems and home automation.

Working from a home office, you will handle a variety of issues, maintain a patient approach, and leverage guided workflows to resolve problems quickly, while scheduling onsite visits when necessary.